Senior IT Help Desk Technician - ITIL-Driven Support Pro

CGS Federal (Contact Government Services); New York (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, Dental, and Vision

Life Insurance

401k

Flexible Spending Account

Paid Time Off

Job summary

A government services contractor seeks a Senior Help Desk Technician in New York to provide Level 1 & 2 support for the Executive Office for the United States Attorneys. The ideal candidate has experience with Adobe Connect and ITIL, along with a proactive approach to user training and support. We value collaboration and professional growth, offering benefits like health insurance and flexible spending accounts. Join us in government innovation!

Qualifications

• One year or more Adobe Connect or related online meeting center set‑up experience.
• ITIL Foundations certification is advantageous.
• Change Management experience is a plus.
• Active DOD clearance of Level 6 Public Trust or above is beneficial.

Responsibilities

• Provide Level 1 & 2 Help Desk support services.
• Assist senior management and attorneys with technical issues.
• Create procedural documentation and spreadsheets for tracking.
• Train end-users on software and hardware usage.
• Support remote users and maintain accountable IT inventories.
• Submit weekly status reports and manage conference room setups.

Skills

Backup/Restoration admin/support

File Server support

User Account/Mailbox administration

Software/Hardware installation

Handheld device installation/troubleshooting/support

Remote User setup/support/troubleshooting

End‑user training

Creation of procedural documentation

Creation of spreadsheets/databases for tracking purposes

Record and update required information utilizing ITIL

Produce proactive reports, trending analysis, service level reporting

Conduct and maintain IT inventories

Provide desk‑side training for new employees

Set up and support conference and training rooms

Utilize online meeting applications

Tools

Adobe Connect

ITIL Foundations certification

Job description

A government services contractor seeks a Senior Help Desk Technician in New York to provide Level 1 & 2 support for the Executive Office for the United States Attorneys. The ideal candidate has experience with Adobe Connect and ITIL, along with a proactive approach to user training and support. We value collaboration and professional growth, offering benefits like health insurance and flexible spending accounts. Join us in government innovation!